Purpose – Considering the importance of supply chain integration (SCI) in literature and the increasing outsourcing of logistics, this paper aims to study the role of logistics service providers (LSPs) in supporting SCI and clients' performance. Design/methodology/approach – This research is...

Purpose – Highlight some of the Best Practices for Building Effective Service Management. Design/methodology/approach – This article describes some of the Best Practices for Effective Service Management. Case studies, success stories, and statistical examples are used to highlight some of...

Purpose – The purpose of this paper is to attempt to explore service needs in the Chinese manufacturing industry and address the research question: what clusters of service needs exist in the Chinese manufacturing industry? Design/methodology/approach – The data on service needs were...

Purpose – With Sweden and Europe and the present and the future as vantage points, the purpose of this paper is to challenge the viability of customer centricity (or customer orientation) and its axiom, the marketing concept, as the basis for marketing and profitability....

Purpose – The purpose of this paper is to bring better understanding to how involving users in the development process of new mobile phone services can increase understanding of the overall service experience in a technology‐based service setting. Design/methodology/approach – The paper is...

The impact of service recovery attributions in determining consumers’ intentions of engaging in post‐recovery word‐of‐mouth behaviors is examined. Research questions are investigated utilizing satisfactory service recovery scenarios that vary in their perceived likelihood of reoccurrence...

Although relationship quality is recognized as a central construct in the relationship marketing literature, relatively little attention has been paid to the issues of: the dimensions of relationship quality, and the directional relationship between relationship quality and related service...

The general proposition that a salesperson's explanation adequacy plays a critical role in the resolution of unsatisfactory sales encounters for consumers is investigated in a cross‐sectional context. The findings indicate that explanation adequacy is influenced by both the style and content...

Purpose – Arguing that increasing use of information and communication technologies (ICT) is shifting market power from suppliers to consumers, the ensuing consumer empowerment is presented as an unintended consequence of marketing. Marketing implications arising from this consumer empowerment...

Purpose – The purpose of this paper is to examine the impact of self‐congruence on consumer satisfaction with services and to develop and test a conceptual model of the antecedents and consequences of consumer satisfaction in the hospitality industry. Design/methodology/approach – The...